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Director Contact Center Technology Jobs (NOW HIRING)

Rfcu

Director/Contact Center

Rockland, MA · On-site

$100 - $125/hr

Director/Contact Center Full Time Management Rockland, MA, US Salary Range: $115,000.00 To $130,000 ... Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance ...

Arise Financial

Director/Contact Center

Rockland, MA · On-site

$115K - $130K/yr

... the Director, Contact Center , you'll lead the strategy, people, and operations that shape how ... Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance ...

Thrivent Financial

$150 - $200/hr

The Director, Contact Center The Director, Contact Center is responsible for leading a team of ... Collaborate with other departments (e.g., IT, Marketing, Product Development, Compliance) to ensure ...

Jacuzzi Group

Director, Contact Center

The Director of Contact Center holds total responsibility for the operations, performance, and ... Maintain an ongoing focus on evaluating and implementing the right technology (dialer, CRM, ...

State of Virginia

DMV Contact Center Director

Richmond, VA · On-site

$122K - $140K/yr

The Director oversees Contact Center operations, technology, workforce management, performance, and employee development while working closely with DMV Executive Management, Information Technology ...

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Director Contact Center Technology information

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How much do director contact center technology jobs pay per year?

As of Sep 9, 2026, the average yearly pay for director contact center technology in the United States is $123,874.00, according to ZipRecruiter salary data. Most workers in this role earn between $97,500.00 and $150,000.00 per year, depending on experience, location, and employer.

What does a director contact center technology do?

A Director of Contact Center Technology oversees the technology infrastructure and strategy for a company's customer service or support centers. They are responsible for selecting, implementing, and maintaining systems such as telephony, CRM, chat, and workforce management platforms. Their role ensures that the technology supports efficient, high-quality customer interactions and aligns with business goals. They also collaborate with IT, operations, and vendor partners to drive innovation and resolve technical challenges.

What are the key skills and qualifications needed to thrive as a director contact center technology?

To thrive as a Director of Contact Center Technology, you need expertise in contact center operations, IT infrastructure, and strategic leadership, typically supported by a bachelor’s or master’s degree in information technology or a related field. Familiarity with platforms like Cisco, Avaya, Genesys, cloud contact center solutions, and relevant certifications (e.g., ITIL, PMP) is essential. Strong communication, problem-solving, and stakeholder management skills help drive successful technology initiatives and foster team collaboration. These skills ensure effective deployment of technology solutions that enhance customer experience and operational efficiency.

How does a director contact center technology typically collaborate with cross-functional teams to implement new technology solutions?

As a Director of Contact Center Technology, you'll work closely with IT, operations, customer service, and vendor management teams to ensure seamless rollout and integration of new platforms and tools. Collaboration often involves participating in project planning sessions, gathering input from stakeholders, coordinating pilot programs, and overseeing change management processes. Effective communication and alignment with business goals are key, as this ensures implementations meet both technical and operational requirements while minimizing disruption to customer service. Regular status meetings and cross-department workshops are common practices to facilitate smooth collaboration.

What are popular job titles related to Director Contact Center Technology jobs?

For Director Contact Center Technology jobs, the most frequently searched job titles are:

Infographic showing various Director Contact Center Technology job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 82% Physical, 2% Hybrid, and 16% Remote job distribution, with an average salary of $123,874 per year, or $59.6 per hour.

Director, Contact Center Technology

Fort Lauderdale, FL • On-site

Socket.dev
Network Security • 1 - 10 employees
Learn more about Socket.devexternal

$150 - $200/hr

Other

Posted 2 days ago

New

Job description

Job Title:Director, Contact Center Technology

Position Summary:

The Director, Contact Center Technology is responsible for defining and executing the technology strategy that enables a modern, scalable, and customer-centric contact center environment. This role provides strategic leadership for contact center platforms, architecture, integrations, automation, analytics, and operational technology capabilities that support exceptional customer and employee experiences.

The Director partners closely with Customer Experience, Operations, IT, Digital, Security, Data & Analytics, and business stakeholders to drive innovation, improve service delivery, optimize technology investments, and ensure the contact center ecosystem aligns with enterprise objectives.

Essential Duties and Responsibilities:

Technology Strategy & Leadership

  • Develop and execute a multi-year contact center technology roadmap aligned with business goals, customer experience objectives, and operational priorities.
  • Lead the evaluation, selection, implementation, and optimization of contact center platforms and supporting technologies.
  • Define enterprise architecture standards, governance models, and technology best practices for contact center solutions.
  • Stay current on emerging technologies, including artificial intelligence, automation, conversational AI, workforce optimization, analytics, and digital engagement channels.
  • Build strong relationships with executive stakeholders and communicate technology strategy, opportunities, risks, and investments.

Contact Center Platform Management

  • Own the strategy and lifecycle management of contact center platforms, including cloud-based and hybrid environments.
  • Lead platform modernization initiatives, migrations, upgrades, and continuous improvement programs.
  • Oversee capabilities such as:
    • Omnichannel customer engagement
    • Voice and digital routing
    • Interactive voice response (IVR)
    • Chatbots and virtual assistants
    • Customer relationship management (CRM) integrations
    • Workforce engagement and quality management
    • Reporting, analytics, and performance management
  • Ensure platforms deliver reliability, scalability, security, and measurable business value.

Innovation & Automation

  • Identify opportunities to leverage AI, automation, and emerging technologies to improve customer experiences and operational efficiency.
  • Partner with business teams to design intelligent automation solutions that reduce customer effort and improve agent effectiveness.
  • Establish a framework for evaluating and prioritizing technology innovation initiatives.
  • Promote experimentation and adoption of next-generation customer engagement capabilities.

Architecture, Integration & Delivery

  • Provide technical leadership for complex contact center implementations and integrations.
  • Oversee integrations between contact center platforms and enterprise systems, including CRM, identity management, data platforms, and business applications.
  • Ensure solutions meet enterprise security, compliance, availability, and performance requirements.
  • Partner with engineering and delivery teams to manage implementation plans, roadmaps, and release strategies.

Operational Excellence & Governance

  • Establish governance processes for platform changes, enhancements, vendor management, and technology standards.
  • Define and monitor key performance indicators related to platform performance, adoption, reliability, and customer experience outcomes.
  • Drive continuous improvement initiatives based on operational insights, analytics, and stakeholder feedback.
  • Manage technology risks, dependencies, budgets, and resource planning.

Vendor & Financial Management

  • Manage strategic relationships with contact center technology vendors and implementation partners.
  • Evaluate vendor capabilities, contracts, service levels, and product roadmaps.
  • Develop and manage annual technology budgets, investment plans, and business cases.
  • Ensure technology investments deliver measurable value and return on investment.
Education and Experience:
  • Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field; or equivalent professional experience.
  • 8+ years of experience leading contact center technology, customer experience platforms, or enterprise application solutions.
  • 5+ years of experience managing large-scale contact center technology implementations or transformations.
  • Proven experience with cloud contact center platforms and enterprise integrations.
  • Strong understanding of contact center operations, customer journey design, and digital engagement technologies.
  • Demonstrated experience leading cross-functional teams and influencing senior executives.
  • Experience managing technology vendors, contracts, and strategic partnerships.
  • Strong knowledge of security, compliance, architecture, and technology governance practices.

Preferred Qualifications

  • Experience with artificial intelligence, machine learning, automation, or conversational AI solutions.
  • Experience with platforms such as Genesys, NICE, Cisco, Amazon Web Services, or similar contact center ecosystems.
  • Experience leading enterprise-wide contact center modernization programs.
  • Knowledge of CRM platforms, customer data platforms, analytics, and workforce optimization solutions.
  • Experience in Agile delivery environments and technology product management practices.

Core Competencies

  • Strategic technology leadership
  • Customer experience transformation
  • Enterprise architecture
  • Digital and AI innovation
  • Executive communication
  • Vendor management
  • Financial planning and budgetingChange leadership
  • Problem solving and decision-making
  • Cross-functional collaboration

Success Measures

Success in this role will be measured by:

  • Improved customer and agent experiences
  • Increased platform reliability and operational efficiency
  • Successful delivery of technology transformation initiatives
  • Increased automation and self-service adoption
  • Effective governance and optimization of technology investments
  • Strong stakeholder satisfaction and alignment
Qualifications About Us

Convey Health Solutions, together with Pareto Intelligence™ delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post--Affordable Care Act environment.

As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle--from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans--especially seniors and vulnerable populations.

Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most.

Learn more at http://www.ConveyHealthSolutions.com

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